In manufacturing, 83% of “relationship building” fails post-sale. One Siemens client signed a $1.8M automation deal—then churned within 24 months due to operational knowledge gaps. Traditional support couldn’t scale.
The loyalty erosion equation:
$286 cost to manually nurture 1 post-sale lead (vs. $43 pre-sale)
61% drop-off in complex product feature adoption after 90 days
30% of clients underutilize predictive maintenance due to training gaps
Siemens rebuilt loyalty through video gift cards as an ongoing value currency:
Risk reversal: Bundled with service contracts (e.g., “Scan for 24/7 fault-resolution library”), cutting support tickets by 45%
Ecosystem plays: Video coupons granting 60-day access to Siemens’ engineer community forums boosted peer knowledge sharing by 130%
Data-driven refresh: When sensors detected underused functions, clients received tailored “skill builder” videos—increasing feature adoption by 77%
Client retention rose 32%, with 88% redeeming video credits quarterly.
“Loyalty isn’t bought—it’s engineered,” notes a Siemens Service Director. *“One video card offering vibration-analysis training turned a critic into a referrer. His team averted $400K in downtime—proof that cost reduction shared is trust compounded.”*
